Key Responsibilities: Perform eyes-on-glass monitoring of IT infrastructure using business standards and proprietary tools. Raise incident tickets in response to monitoring alerts. Triage and resolve IT tickets from monitoring and user-reported issues. Manage incident calls and engage proper teams to resolve incidents. Document processes, procedures, and technology used by the Enterprise Operations Command Center. Create and maintain Standard Operating Procedures (SOPs) for handling IT incidents. Maintain IT environment health by correlating monitoring alerts with active changes and incidents. Execute tasks requiring forward planning and anticipation of issues. Partner with internal and external teams to improve the quality of alerts and incidents. Design, implement, and maintain processes for scheduling tool agent installs, uninstalls, and upgrades. Provide Level 2 support and coordinate with vendors. Communicate and coordinate tool upgrades and perform post-upgrade checkouts. Provide...